
STADA IT Solutions has been established with a goal to provide IT services to entire STADA Group Worldwide.
Job advertisement
Global IT Service Manager (f/m)
Belgrade
Your responsibilities will include:
Professional Tasks
Ownership of the IT Service Management processes
- Responsible for the IT Process implementation and adoption according to the organization maturity level
- Initiating and owning projects to implement new processes and/or improvements to existing ones, including the governance structure
- Acting in a role of the Critical Incident Manager
- Tracking and following relevant process KPI’s
Supporting, managing and optimizing internal service delivery readiness
- Creating and management of IT Service Catalog and CMDB (Configuration Management Database)
- Providing leadership to the staff and the virtual teams within the Service Management value streams
- Working with the clients and IT Infrastructure teams to identify and manage service improvement activities
- Responsible for defining and optimizing operational procedures and policies in IT Infrastructure Office
- Responsible for defining and optimizing the interfaces and OLA’s between IT Infrastructure and other offices
- Communicating the vision of ITIL process implementation across the organization
Relationship to the 3rd party vendors and partners and internal delivery teams
- Responsible for the governance with IT Operation vendors in STADA markets, including defining Service Level Requirements towards them as well as to internal teams and following up on SLA execution
- Running Service Management Meetings with Infrastructure Operation vendors
Relationship to the business (Organize day-to-day service delivery including):
- Representing IT Infrastructure at Service Delivery meetings
- Tracking, prioritizing and reporting on Demand requests and IT Infrastructure resource engagement on projects
- Participating in projects where required and provide input into the design and development of systems and processes to meet business requirements
- Maintaining strong customer relationship and managing customer feedback
Reporting on service delivery activities including:
- Building service delivery reports and tracking relevant process KPIs
- Creating other reports and presentations related to the area of responsibility
- Being able to present in a clear and understandable way to different stakeholders
Participation in vendor selection processes
- Creating RfP for selected initiatives and projects and providing technical recommendations and vendor selection support
- Maintaining relationship with key vendors in the company’s IT Infrastructure portfolio
- Ensuring involvement of external teams such as Security, Sourcing, Legal in RfP process
Financial management
- Creating business case for the proposed IT Infrastructure improvement initiatives
- Providing financial information for the annual budget; identify cost reductions / optimizations
Your qualifications:
- Bachelor or Master Degree in Computer Science, Engineering or a related discipline with an information technology focus, or relevant experience within the industry
- Minimum five years of experience in IT Service Management implementation projects, ITSM roles and IT team lead roles
- Expert ITIL knowledge with experience in practice and ITIL certification
- Experience in creating process documentation, guidelines and operational procedures
- Experience in managing Service Delivery teams
- Experience in IT contract negotiations and setting Service Level Requirements
- Experience in project management is desirable
- High degree of flexibility and ability to work with employees at all levels of the organization with diverse backgrounds
- Good skills in reporting and follow-up
- Presentation skills and communication to senior stakeholders, ability to balance the long-term "big picture" and short-term implications of decisions
- Very good strategic, solution and cost-oriented thinking
- Analytical in approach to problem solving with a focus on managing in a team environment with attention to results and with a sense of urgency
- Strong desire to drive change, and ability to adapt to change quickly. Strong consulting skills (relevant/technical); recognized as a thought leader within the company
- Relevant industry certifications are highly desirable
- Fluent language skills English (additionally German is an advantage)



Deadline for applications: 02.05.2020.